Tech Support Specialist

CompTIA, Inc.

National (OA)

Documents

Individual state requirements may vary. Please contact your local apprenticeship office to ensure this version is suitable to your state’s requirements.

Work Process Schedule

Work Process Content

On the Job Training

Anonymous

Skills

Basic Hardware

Demonstrate knowledge of various mobile device types, their features, and purpose.
Demonstrate skills required to manage and troubleshoot computer hardware and peripheral devices.
Demonstrate knowledge of common computer hardware and interfaces.
Demonstrate skills required to troubleshoot general computer hardware issues andprinter problems.
Demonstrate skills required to configure peripherals, printers, and related applications to support external hardware.

Basic Networking

Demonstrate knowledge of basic networking concepts (wired and wireless).
Demonstrate skills required to configure and troubleshoot device connectivity (LAN and Internet Access).

Cloud and Virtualization Technologies

Demonstrate knowledge of cloud computing concepts, including cloud storage and security configurations.
Demonstrate skills required to configure client-side virtualization, cloud storage applications, and file synchronization features.

Operating System Basics

Demonstrate knowledge of important Microsoft Windows 10 operating system features and their purpose.
Demonstrate skills required to install, configure, and secure Microsoft Windows 10 operating system versions.
Demonstrate skills required to troubleshoot Microsoft Windows operating system problems.
Demonstrate knowledge of important Mac OS and Linux OS desktop operating system features and their purpose.
Demonstrate skills required to configure, secure, and troubleshoot various operating systems Mac OS and Linux OS.
Demonstrate skills required to troubleshoot mobile operating systems.

IT Security Basics

Demonstrate knowledge of basic enterprise security concepts and wireless security protocols.
Demonstrate skills required to perform account management, configure wireless security, and detect and remove malware on workstations and mobile devices.
Demonstrate skills to troubleshoot common computer security issues.
Demonstrate skills required to troubleshoot application security issues.

General IT Operations

Demonstrate knowledge of ticketing systems and documentation procedures.
Demonstrate knowledge of disaster recovery concepts and backup procedures.
Demonstrate knowledge of licensing and privacy and policy concepts, including how to address prohibited content.
Demonstrate knowledge of scripting languages, basic functions, and logic structures.

Business Acumen

Demonstrate a basic understanding of the employer’s corporate structure and business model, including its product and services portfolio, its primary customers, and its top competitors.
Demonstrate a basic knowledge of the employer’s brand messaging, its value proposition in the marketplace, and key success metrics.

Employability Skills

Demonstrate skills to provide competent customer service using active listening and empathy during various interactions (e.g., in-person, over telephone, email, and chat).
Demonstrate ability to manage stress and other emotions in the workplace to reduce conflict, foster collaboration, and promote wellness.
Demonstrate skills required to take and give productive critical feedback.
Demonstrate skills required to problem-solve using critical thinking, clarifying questions, and knowing when to escalate a situation to a superior.
Demonstrate skills to explain complex issues to non-technical customers without jargon or blaming.
Demonstrate ability to conduct oneself with integrity, professionalism, and in accordance with organization policy and procedure.
Demonstrate skills to communicate with colleagues, managers, and end users effectively and clearly, in a timely manner.
Demonstrate ability to use language, tone of voice, and non- verbal communication to neutralize conflict in the workplace.
Demonstrate skills required to collaborate effectively with team members from across the organization.
Demonstrate ability to use respectful cross-cultural communication to work successfully across the organization and with diverse coworkers.
Demonstrate knowledge required to manage time effectively, minimizing distractions to maintain productivity, prioritize work appropriately, and meet deadlines with situational awareness.
Demonstrate ability to adapt to changing organizational landscape.

Related Instruction Outline

Related Instruction Content

Training Provider(s):

330

RI hours

New Employee Skills • Sexual harassment prevention • Safety training • Company orientation including privacy and confidentiality • Tools (internal messaging apps, office applications)

Business Acumen • Company vision, mission, and key success metrics • The company’s products and services and value proposition in the market

Employability Skills • Managing conflict • Being an effective team member • Business communication etiquette • Interpersonal communication • Intercultural communication • Critical thinking • Time management • Workplace wellness and managing stress • Handling workplace change • Leading across generations and personalities • Understanding diversity, equity, and inclusion fundamentals

Technical and Professional Skills - CompTIA A+ Coursework and Certification • Hardware – Identify, use, and connect hardware components and devices • Windows Operating System – Install and support Windows OS including command line and client support • Mobile Devices – Install and configure laptops and other mobile devices • Software Troubleshooting – Troubleshoot computer and mobile device issues including application security support • Networking – Explain types of networks and connections including TCP/IP, WIFI and SOHO • Other OS & technologies – Understand Mac OS, Linux and mobile OS • Hardware and Network Troubleshooting – Troubleshoot device and network issues • Security – Identify and protect against security vulnerabilities for devices and their network connections • Operational Procedures – Follow best practices for safety, environmental impacts, and communication and professionalism • CompTIA A+ CertMaster Learn, CompTIA Labs and CertMaster Practice (or similar courseware) • Pass CompTIA A+ exam

220

Help Desk Ticketing • Ticketing systems and documentation best practices

Customer Engagement Skills – IBM Professional Certificate* • Communication skills focused on clear concise communication and listening • Appropriate empathetic behavior such as such as patience, curiosity, and willingness to help • Problem solving to research an issue and help determine an appropriate resolution • Process adherence to ensure the proper flow and Service Level Agreements are met *or similar customer service training

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